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CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.   |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
InternetNews
June 9, 2010 |
Demandbase, LivePerson Tailor Real-Time Chat The combination of Demandbase's Real-Time ID service and LivePerson's chat platform is designed to streamline online sales and support efforts. |
CRM
July 2014
Donna Fluss |
Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
November 25, 2011
Lief Larson |
Why Legacy Chat Doesn't Cut It How to better engage customers and enhance your brand in today's digital world where many buyers expect real-time engagement online. |
CRM
February 14, 2012 |
Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies. |
CRM
December 2005
Colin Beasty |
11 Ways to Ensure CRM Success We asked consultants to list some common CRM mistakes, and to then advise readers on how to avoid them. What we found was that no matter the type of company, good CRM practices are often applicable to companies in many industries. |
CRM
December 2009
Christopher Musico |
Chatty-Chatty Makes a Bang-Bang Online Experience Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
CRM
May 2014
Leonard Klie |
Snapfish Finds Live Chat a Snap for Customers and Agents Photo-sharing site uses Live Person to help members with design projects. |
CRM
November 1, 2006
Colin Beasty |
Secret of My Success: This Old CRM Citrix's GoToWebinar rebuilds a home improvement firm's customer-training capabilities. |
InternetNews
August 23, 2006
Sean Michael Kerner |
Citrix+MSFT= New Security Appliances New initiative set to yield an appliance that will integrate the best of Microsoft and Citrix technologies. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
CRM
January 29, 2015
Oren Smilansky |
Oracle Updates Service Cloud to Optimize Collaborative Interactions New features aim to help service agents better understand the customer's journey and streamline cooperative processes. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
October 2010
Juan Martinez |
How Can I Help You? Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you? |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
CRM
July 2003
Martin Schneider |
Getting IT Together Integration is a four-letter word in the world of CRM, but it doesn't have to be. What follows are the real issues behind integrating CRM solutions with an enterprise's existing systems, and how to simplify what could otherwise grind CRM initiatives to a halt. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
Wall Street & Technology
March 19, 2007 |
Evaluating CRM Solutions When Companies Merge CRM systems are not one-size-fits-all. Those that have features specific to financial industries will more easily reveal their value to users and deliver greater ROI. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
July 18, 2014
Zach Steindler |
Pair Live Chat with HelpdeskCRM Software Combining the two can unlock both solutions' full potential. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
December 2003
Lisa Picarille |
Five Ways to Be a Good Customer Here's what every CRM project leader must do when dealing with internal staff, vendors, integrators, and consultants to ensure the CRM initiative is truly fruitful. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
July 2013
Leonard Klie |
A Matter of Time Within five days of introducing RightTime management solution from Intradiem, Vivint delivered 2,400 training and coaching sessions, all during idle time. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
February 2003
Lisa Picarille |
The ABCs of Global CRM CRM is making it as easy for international companies to share information among offices scattered across the globe as it is for them to share it with coworkers down the hall. The secret to mastering this in your company is to follow these 10 essential guidelines. |
PHONE+
October 28, 2009
Trent & Troy McCracken |
How to Sell a TEM Solution Selling a TEM/TLM requires an agent to understand more than just the advantages of a new telecom service. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
September 9, 2011 |
Live Chat Software Is Now Integrated with Microsoft Dynamics CRM Parker Software's WhosOn live chat software is now integrated with Microsoft's Dynamics CRM 2011 version. |
CRM
July 1, 2009
Lauren McKay |
Simplementation: 10 Tips to Smooth Your CRM Initiative Since roadblocks on the implementation superhighway often come down to human factors, here's 10 of the most common and the most costly - to help you avoid them. |
Insurance & Technology
July 3, 2008
Peggy Bresnick Kendler |
Shift to Independent Agents Compels Insurers to Modify Practices Industry insiders discuss keys to leveraging technology to boost agent performance. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
